AccountId: 011433970860
ContactId: 285e97ae-a82f-459e-81cb-ded55473a307
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 895289 ms
Total Talk Time (AGENT): 167435 ms
Total Talk Time (CUSTOMER): 492676 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/285e97ae-a82f-459e-81cb-ded55473a307_20250317T16:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, and I hopefully I, I got the right um.
[CUSTOMER][NEGATIVE] Group that I'm calling. I'm calling to, I'm calling to see my uh my um dental people that I'm, my dental that I have getting service to, they charging me for a regular cleaning and I spoke to a young lady with you guys previously about this situation and they're still billing me for this uh account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So you guys free just a regular cleaning it, it should be paid for, correct?
[AGENT][NEUTRAL] Let me take a look at your policy. Each one is different, but for the most part, yes, because it's under preventative, so that's at 100%, but each policy is different, so I'm gonna look at yours, but usually, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII], may I have your um policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is, let me make sure, hold on one second here.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 365833
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And email you say my email?
[AGENT][NEUTRAL] Yes sir email and mailing.
[CUSTOMER][NEUTRAL] Yes, email is [PII]. That's [PII]. The mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So yes, on your policy, preventative expenses are covered at 100%. What's the, do you know, uh, like what's the date of service?
[CUSTOMER][NEUTRAL] Uh, yes, cause this is my 2nd time I've had my teeth just regular cleaning. They charged me out of pocket $146.26 I mean 20 cents. And this has happened to me twice and I'm, and I'm.
[CUSTOMER][NEGATIVE] I, I, I just caught something like I got a red flag somewhere because I don't understand how just a regular cleaning I'm getting bills that much but um service was rendered on.
[CUSTOMER][NEUTRAL] Uh, looks like 25 or 25.
[AGENT][NEUTRAL] And it was just a regular cleaning. It wasn't like a deep cleaning or any type of like, it was just a regular cleaning because there's differences.
[CUSTOMER][NEUTRAL] Nope, it, it
[CUSTOMER][NEUTRAL] It's scheduled a periodontical maintenance cleaning. It's a regular cleaning.
[CUSTOMER][NEUTRAL] And I questioned them last time I spoke to them, they said, uh, it's something about I was getting charged for a deductible, a co-pay, and fluoride.
[AGENT][NEUTRAL] Wait a minute, hold on.
[CUSTOMER][NEUTRAL] And I'm not
[AGENT][NEUTRAL] So the, the data of service was [PII]?
[CUSTOMER][NEUTRAL] Um, so that was the billing date. I'm sorry, hold on a second, let me look on this bill here.
[AGENT][NEUTRAL] Oh it's OK. OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, because that was the day
[CUSTOMER][NEUTRAL] I had my
[CUSTOMER][NEUTRAL] My cleaning, um, hold on, let me look at this other one here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, yeah, it's showing.
[CUSTOMER][NEUTRAL] Billing date, billing date [PII].
[CUSTOMER][NEUTRAL] And it showed a
[CUSTOMER][NEUTRAL] They're showing everything.
[CUSTOMER][NEUTRAL] That they've done
[AGENT][NEUTRAL] Wait, it says billing day or date of service?
[CUSTOMER][NEGATIVE] It says billing date, but it don't.
[CUSTOMER][NEUTRAL] You know, show like a
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm looking for the actual service the day it was done. They don't say on this, on this chart here.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see what this is.
[CUSTOMER][NEUTRAL] OK, let me ask you a question. If, if, if I, because I don't, I don't think you guys are allowed to call them. If I call them, would you guys, what you're on the phone, could you, could, could, would that, would that help or can you do that?
[AGENT][NEUTRAL] Yeah, we can do a three-way call, but I need to I need to make sure I understand first so I can um know what I'm saying to them. So, the data, the data of service is February or we're not sure?
[CUSTOMER][NEUTRAL] Yeah, the, the, like I say, that's it. Just said billing date was [PII] or [PII], and I think that was the last that was the day I was at the actual office was on the [PII].
[AGENT][NEUTRAL] So if that's the case, then there's no claim, they haven't filed the claim with us. We've only processed two dates of service, [PII] and [PII] and [PII].
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] So if the date of service is [PII], we don't have a claim on file for that date. Um.
[AGENT][NEUTRAL] So they just need to file the claim so we can process it.
[CUSTOMER][NEUTRAL] OK, well, that's another thing that's weird is, last time I spoke to a young lady, she said, uh, they, they claimed, they filed a claim with you and with you guys, and that's how I was getting that remaining balance.
[CUSTOMER][NEUTRAL] Which was 144, 114,620.
[AGENT][NEUTRAL] OK, well, let me, um, you can definitely give them a call on through where I don't, if all I'm saying is if that's the date of service, there is no claim on file for that date. So I can, I can, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Ask them some questions, trying to get some clarity.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, it might have been pre it might have been something maybe earlier than that. Hold on, let me give him a call. Hold on one second, please. Let me try, let me try to get this call here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Are you, are you still there?
[AGENT][NEUTRAL] Yes I'm here.
[CUSTOMER][NEUTRAL] OK, hold on one second. I, hold on, I think I got the wrong number. Hold on a second, sorry.
[AGENT][POSITIVE] OK. All right, no problem.
[CUSTOMER][NEUTRAL] For appointments and dental emergencies, please press 1. To make a payment, please press 2. For billing, insurance, or other questions, please press 3.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality and training purposes.
[CUSTOMER][NEUTRAL] Are you still there, [PII]?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] I just want to make.
[CUSTOMER][NEUTRAL] Thank you for calling Park 100 Dental Care. This is [PII]. How may I help you? Yes, [PII], I have a question for you.
[CUSTOMER][NEUTRAL] You guys sent me an invoice uh from a previous uh business that I had there.
[CUSTOMER][NEUTRAL] And we and I'm trying to get the what this charge was for. I think you got it was just a uh just a regular cleaning.
[CUSTOMER][NEGATIVE] I'm trying to figure out why I was, you know, why was I being billed for this $72 but I paid $140 something dollars out of pocket cost for cleaning.
[CUSTOMER][NEUTRAL] OK, let me take a look here. And just so you know I have my right.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Now I was letting her know that I have you on the phone just in case.
[CUSTOMER][NEUTRAL] I just need to be aware of this.
[CUSTOMER][NEUTRAL] Alright, one second.
[AGENT][NEUTRAL] You were trying to let her know that I was on the phone.
[CUSTOMER][NEUTRAL] Hi this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], I'm trying to get uh some information on, I did, I, I had a, I was there at my last bit. I just got a, a regular cleaning.
[CUSTOMER][NEUTRAL] And I was sent the bill for $72.72 dollars and.
[CUSTOMER][NEUTRAL] Uh, some like 4 $72.46 but I'm trying to figure out where the charges come from because I paid out of pocket.
[CUSTOMER][NEUTRAL] I paid out. OK. 146 20 and I'm trying to figure out where to start.
[CUSTOMER][NEUTRAL] Go ahead. Sure, what's your name? Yeah, I can look. What's your? I'm sorry?
[CUSTOMER][NEUTRAL] Oh, go ahead. What the last name [PII].
[CUSTOMER][NEUTRAL] But you know every amount is different.
[CUSTOMER][NEUTRAL] Like this month to do exactly the same.
[CUSTOMER][NEUTRAL] So just
[CUSTOMER][NEUTRAL] it you know.
[CUSTOMER][NEGATIVE] Hm, I'm not sure why, so insurance hasn't paid yet on that, so I, it shouldn't have sent you a bill anyway, uh, so that is odd, um, not to cut you off, I have my insurance company on the phone.
[CUSTOMER][NEUTRAL] And maybe can you explain maybe what the what what the charges.
[CUSTOMER][NEUTRAL] Uh, are, are stemming from or what, or, or maybe she can get some information on what's going on here.
[AGENT][NEUTRAL] Well, hey, what's your name? I'm sorry, representative?
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], hey, [PII]. My name is [PII]. I'm with APL. So, um, what's the date of service for the claim?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was for [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Sure about that. This is all your restorative work right now, so this is getting rid of the bacteria and the decay, and then once the restorative and taken care of then and you do the right side now so.
[AGENT][NEUTRAL] OK. How was the claim submitted to us, because there is no claim on file for that data service.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, we, um, we send them electronically and the one we use was 60801.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Yes, it's 6
[AGENT][NEUTRAL] 0801.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, do you want me to resend it?
[AGENT][NEUTRAL] Yes, you can resend it. There's no timely filing, um, but we don't have that on file. So, um, but once we receive it, we'll go ahead and process it.
[CUSTOMER][NEUTRAL] And you know
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then let me make sure too I might just mail it to just in case um, um, is it to the [PII] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, [PII]. Yes.
[CUSTOMER][NEUTRAL] OK, I will go ahead. I've just patched it again, uh, or sent sent electronically and I'll go ahead and mail it to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Make sure it gets there.
[CUSTOMER][NEUTRAL] And [PII], if you mind while I'm on the phone with you, uh, with her, could you tell me where that that 72, where that $72 charge is coming from, or do you have to commit that claim she's talking about? No, um, so you, you, yeah, that's what I was saying we, um, shouldn't have sent you a bill. I think it automatically sends them out, um, each month is if there is any kind of balance, um, so don't worry about that right now that you don't owe anything we're still waiting on insurance to pay. OK, does that make sense?
[CUSTOMER][NEUTRAL] So it sends you a statement anytime there's any kind of a balance, but you actually don't owe that um we're you did pay your copay when you were in, so we are just now waiting on um insurance payment.
[CUSTOMER][NEUTRAL] OK, so just curious, so what are you guys are charged for deductibles or fluoride or anything like that, correct?
[CUSTOMER][NEUTRAL] Right, you shouldn't have a copay. uh, you've already paid your co-pay if insurance pays the way we expected, there shouldn't be anything else that you owe. OK, what about deductible or oh deductible, um, yeah, your deductible will go out with, um, they will take that but that was part of the money we took from you when you were here that day. OK.
[CUSTOMER][NEUTRAL] Was part of your deductible?
[CUSTOMER][NEUTRAL] OK, well, maybe I just wait for, wait for you guys to, you know, get that information for.
[CUSTOMER][NEUTRAL] Yeah and I'll, I'm gonna.
[CUSTOMER][NEUTRAL] Yep, well I'm glad you called because now I know the insurance never received it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, well, we'll get this taken care of and yeah don't worry about that 7240. OK, thank, thank you very much, [PII].
[CUSTOMER][POSITIVE] All right thank you thank you bye bye.